OMF Client Relations Consultant (Matatiele)

Old Mutual South Africa; Matatiele; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Old Mutual South Africa is seeking a customer-focused professional to provide solutions, manage orders, and handle inquiries with sensitivity. You will build relationships, document CRM data, and navigate multiple processes to ensure quality service.

The role emphasizes consultative selling, upselling opportunities, and adherence to regulatory standards while delivering a positive customer experience.

Qualifications

• Experience in consultative selling and handling customer queries.
• Strong data entry and CRM data management capabilities.
• Solid understanding of policies and customer service best practices.

Responsibilities

• Provide advanced product/service information to customers.
• Record and process customer orders, selecting predefined options.
• Respond to basic and advanced customer issues; escalate when needed.
• Make calls to allocated prospects to develop relationships.
• Enter relevant information into the CRM after each contact.
• Clarify customer requirements using a multilevel script.
• Provide exceptional service to encourage continued use of products/services.
• Develop knowledge of policies, procedures and regulatory codes.
• Participate in assessment and development activities and coaching.

Skills

Consultative Selling

Customer Complaint Management

Customer Feedback Management

Customer-Focused

CRM Software

Customer Service

Customer Relationship Management

Data Management

Digital Engagement

Identifying Sales Opportunities

Probing Questions

Upselling

Education

Matriculation Certificate (Matric)

Job description

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

To provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Has a good understanding of products and services.

Responsibilities

Product/Service Information

Provide advanced product/service information.

Customer Order Processing

Record and process customer orders, selecting the most appropriate approach based on predefined options.

Resolving Customer Issues

Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; elevate appropriately.

Customer Relationship Development / Prospecting

Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.

Customer Relationship Management (CRM) Data

Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Needs Clarification

Interview the customer, following a multilevel sales script, to clarify the customer’s requirements.

Renewals

Provide exceptional service to customers to encourage continued use of the organization’s products/services.

Operational Compliance

Develop working knowledge of the organization’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Personal Capability Building

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

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Skills

Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

• Action Oriented
• Communicates Effectively
• Customer Focus
• Decision Quality
• Ensures Accountability
• Instills Trust
• Interpersonal Savvy
• Nimble Learning

Education

Matriculation Certificate (Matric)

Closing Date

08 October 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!